Frequently Asked Questions

Our user-friendly website lists hundreds of products in many different categories. Just browse, choose and add your selected product to the cart. Put your details and check out by selecting a payment method. You will receive a confirmation email and call from our team shortly.

Q2: How to use Cart?

The cart allows you to review your selection, make sure everything is okay, make some changes before ordering if needed, see the final price and the total amount. You will access it every time you click on "Buy a product" or on "Cart" at the top of the page.

Q3: How to log in?

You can log in through:

• Your email
• Facebook
• Google +
• LinkedIn

Q4: Where's my order?

Go to ‘Your Account’ and ‘Order History & Details’.

Q5: Do I have to create an account to shop with you?

You can place your order with us without having an account. But if you make an account with us, it will allow you to order easily without having to fill in your details every time you shop with us.
You will also receive benefits such as order tracking, regular updates about offers and discount codes.

Q6: What is a discount code and where do I get one from?

On your first order, you will receive a 500 PKR discount. You need to make a purchase of minimum Rs.3000 to avail the discount. After that, whenever you are eligible for a discount, you will receive a discount code through email.

Q7: Do I have to order online?

As we are primarily an online retailer therefore you can only order online. It is fast, convenient and safe. Plus, you get a larger variety of products. In uncertain conditions for instance if your internet crashes, then you may call our customer support team and order via telephone.

Q8: How do I know that my order has been placed?

Once you've placed your order, you will receive an order confirmation email containing your order number.You will also receive a confirmation call from our team shortly.
Once our team has procured your order from the distributor you will receive a second email to updateyou when your order is on its way to you.
Lastly, when your parcel is dispatched, we will send a third email to you.
If an email does not appear to have been received, please check your spam folder.

Q9: Can I make changes to my order?

Definitely! You may change the order until you receive a confirmation call from our customer representative. After you receive a confirmation call, you will not be able to make changes to your order.

Q10: Can I cancel my order?

Yes! If in case you want to cancel your order after placing it, you will need to make sure that you cancel it before shipment. Once you receive an email saying that the order has been shipped, you won’t be able to cancel it.

Q11: Can I get a refund if the price has changed since I ordered it?

Prices keep changing in an online store based on demand, response, season and trend. In this case, we will not refund the difference.

Q12: I'm missing an item from my order, what do I do?

We may have sent your items in separate parcels, so please check your emails to see if any of your items will be arriving separately.
If that’s not the case, please contact us on (021) 111 329 224.

There are two ways to pay through easypay.
1. Payment at Shop (OTC)
2. Through Easypay Mobile Account (MA)
You can find the tutorial and a video for both these payment methods on the “payment” section after you have proceeded to checkout. Make sure to select easypay from the methods provided.

Q6: Is there a discount on any card?

Yes ! We offer 15% discount on all orders paid for with Meezan Bank, 10% on UBL and Standard Chartered Debit/Credit Cards. You can avail only one discount at a time.

After you proceed to checkout and enter your shipping details, you will be asked for payment details. Therein, you will have to enter the first 6 digits of your credit/debit card. If you have a Meezan / UBL / Standard Chartered Bank debit or credit card, our system will recognize it and make you eligible for a 15% or 10% discount.

Q8: I entered the first 6 digits of my Meezan / UBL / Standard Chartered Bank Debit or Credit Card, but it isn’t giving me the discount option. What do I do?

The first step would be to wait for about 10 seconds as the internet connection may have temporarily slowed down or our server may be facing heavy traffic, causing the delay. If it still doesn’t work, then try reloading your web page. Our system is programmed to automatically give a discount whenever it recognizes a Meezan / UBL / Standard Chartered Bank Debit or Credit Card, therefore you will receive it. For further assistance you can always call our customer support at (021) 111 329 224.

Q9: Is there any discount on first orders?

Yes! We offer 500 PKR discount on your first order.

Q10: Can I apply my first order discount on an already discounted product?

No, you cannot apply your first order discount on an already discounted product. You can avail only one discount at a time.

Q11: When will I be charged?

When you reach the final stage of order placement and submit your order, we will immediately contact your bank or card issuer for authorization to take payment from your account.

Q12: Are my details safe when ordering online with Dawaai.pk?

Yes! Any details you share with us are completely safe. We use industry standard encryption systems that ensure that no one will be able to read your details in the case of an interception.

Q13: What should I do if my payment fails?

The first step would be to try the process again as sometimes the server may be facing technical difficulties. If it does not work still, please contact our customer service at (021) 111 329 224.

Q1: How can I find out more information about a product?

We have experts in our team for each category listed on our website. Please don't hesitate to contact us and we'll try our best to help you.

Q2: What if my desired product is out of stock?

You can set a notification update on that product and we will let you know once it becomes available.

Q3: How can I set a notification update?

If a current product is out of stock, instead of “Buy Now”, you will see an option of “Notify me when available”. Just click on that!

Q4: What is the procurement process?

We procure all our products directly from the company. We make sure that they are authentic and 100% genuine. Any product that does not meet our quality requirements is replaced before being delivered to our customers.

Q1: Where do you deliver to?

We deliver to all cities of Pakistan.

Q2: Do you deliver outside Pakistan?

We don’t have a delivery service out of Pakistan as yet, but it is something that we are looking into.

Q3: How much does delivery cost?

Delivery for orders above 2,000 PKR is absolutely free of cost! For orders less than 2,000 PKR, delivery charges are 200 PKR.

Q4: How long will delivery take?

Our delivery details can be found below.
For Karachi and Lahore place your order before 10:00am with a valid prescription and get your medicines same day. But except medicines you will receive the order after 4-8 working days of shipment.
You will also get a tracking ID message/Email for COD shipments. For orders that don’t have COD as the payment method, you will receive a call for the tracking ID.

Q5: What time will my delivery arrive?

Deliveries can be made any time between 9.00am and 9.00pm.

Q6: What if I am not available when my parcel is delivered?

Our delivery team will always call you before delivering and confirm your availability.
If it’s delivered by a courier company, they may leave the parcel with a guard or neighbor.
If not, they will leave a card saying they tried to deliver and instructions on how to contact them for rescheduling your package delivery.

Q7: Will a signature be needed for my delivery?

Yes, a signature is needed when an order is received in order to keep a record for future reference

Q8: Can you deliver to a different address than my billing address?

Yes! You can have your parcel delivered to another address. When you place your order, you will be asked for both your permanent address as well your mailing address. Your order will be delivered to your mailing address. If you choose to have your parcel delivered to you at work, always make sure you put the name of the company or organization in the address field.

Q9: What if my parcel does not arrive?

We ask if you could patiently wait up to 4-8 working days after the promised delivery date to receive your parcel in case of a delivery delay, but we will do our best to get your parcel to you as fast as we can.
If you have still not received your order after this time, please contact us stating your order number and we will solve this issue as soon as possible.

Q10: Can I have my parcel redirected to a different address?

For your security, we won’t be able to change the delivery address after order placement.

Q11: Can I have my order delivered to my work address?

Yes! Just make sure to put your company’s name and contact person’s name clearly in the address.

Q1: How do I return my order?

In Karachi

• If incase you are not satisfied with the order that you received or you feel that the product is not genuine, you can reach us through email or through our customer support
helpline.
• The supplier will then provide you with a verification of the product’s authenticity and its functionality.
• If you are still not satisfied the supplier will give you your cash back.
• Secondly, if there is a fault with the product such that the seal is broken or the product is damaged, you can contact us through email or telephone.
• Once verified, our rider will come and collect the package from you and an email will be sent to you with a voucher.
• The voucher will be of the amount that you spent on your faulty item which will be deducted from your next purchase at Dawaai.pk.

Out of Karachi

• For returns out of Karachi, the same conditions for verification apply i.e. you will have to send us photographs of the damaged product as soon as it arrives.
• You can send us back your parcel through your own shipping which will later be credited to your account along with the cost of the product.
• For orders for supplements and kitchen appliances, if there is a fault such that the seal is broken, we will replace the product with a new one. You can send us a picture of the receipt for your shipping cost and we will credit that amount to your account.

*Please note that it is necessary that you send us pictures so that we may verify that there indeed is damage
*For all above mentioned returns, please make sure that the product is shipped back in its original packaging.

Q2: How much does it cost to return an item?

It depends on the volume of your shipment. Please send us a receipt of the shipping cost that you paid and we will credit it to your account.

Q3: How long do I have to return an item?

You can return your orders within a week of it being delivered.

Q4: Can I exchange an item?

Unfortunately, we cannot exchange your product. If it is damaged then you can return it through a suitable process from the ones mentioned above.

Q5: How long does it take to process my return?

It takes around 15 days to process a return.

Q6: How can I track the status of my return?

We will send you an email as soon as your parcel arrives back at our office with all the details of payment back and estimated days. You will also receive a call from our customer services department.

Q7: In what situations return won’t be accepted?

We reserve the right to refuse a return due to damage or upon grounds of hygiene. Beauty products are not included in the returns policy due to hygiene requirements. The product should be unused and the seal should be intact in order to be eligible for a return.

Q1: What should I do if I`ve forgotten my password?

Simply click the ‘Forgot your password?’ link next to the login button and follow the instructions. Please don't hesitate to contact us if you continue to experience problems.

Q2: Why am I experiencing problems when entering my payment details?

First, make sure you are entering correct details from the card carefully. Then contact your bank to ensure there are no problems in your account or from the bank. If problem persists, contact us here and we will investigate further.

Q1: Do you have a shop?

As we are a dedicated online retailer, we do not have a shop.

Q2: How can I contact you?

Please fill in the Contact Us form, or
email us at info@Dawaai.pk or call us at 111-329-224 .

Q3: What if I can’t find something I want on Dawaai.pk?

Please inform us via email or by calling our customer support. We are always willing to expand our product range.

Refund Policy

• All refunds are processed according to the mode of payment while placing the order.
• All refunds timeframe will be marked from the day of request.

i) DEBIT/CREDIT Card payments

Reversal of a payment usually occurs within 15 working days, and in some cases, might exceed the given timeframe. The process involves intimation and verification of the payment at every step of a standard online transaction.
The reversal details are confidential and are subject to the trust between the merchant and the customer. Once, we forward the refund request, please bear in mind that the process is complicated and requires the aforementioned timeframe.

ii) Cash on Delivery(COD)/Bank Transfer

In special cases that are aligned with our Return Policy, reversals will be entertained for cash payments. The amount will be transferred to the customer’s Bank Account within a span of 3 working days. Customers are expected to provide their Bank Account details at pharmacy@dawaai.pk at their earliest to avoid a cumbersome reversal process.

iii) Dawaai Cash/Dawaai Credits

Dawaai cash refers to the 'Virtual Cash' given from Dawaai.pk to its customers. They can use it while placing new orders in the future.*